Bilingual (English & Spanish) Customer Service Professional II

Robertson & Company Ltd.; Toronto; Hybrid; CAD 29,000 - 40,000; Full time

Job summary

Robertson & Company Ltd. seeks a skilled bilingual Customer Service Professional II to support an existing vacancy in Toronto. The role is a 6-month contract with a hybrid work arrangement.

You will handle 30–40 inbound calls daily, process transactions, and provide information on retirement accounts while ensuring high-quality customer interactions.

Qualifications

• Post-secondary education with industry certification required.
• 3-4 years of customer service/call center experience required.
• Bilingual English/Spanish required; previous experience in financial services is a plus.

Responsibilities

• Provide excellent customer service on 30–40 inbound calls daily.
• Process transactions including account changes, withdrawals, loans.
• Assist with retirement account information and plan-specific provisions.
• Assist customers with forms and explain rejections; stay current with policies.
• Meet KPIs for first contact resolution, accuracy, and reliability.
• Guide customers through website/app navigation and account resets.

Skills

Bilingual English/Spanish

Customer service

Call center experience

Education

Post-secondary education with industry certification

Job description

Our client is a top financial institution with significant North American holdings. They have operations across most major verticals, including institutional & corporate, wealth management, private clients, commercial banking, treasury, and retail banking.

Introduction

Prime Hires is seeking a skilled Bilingual (English & Spanish) Customer Service Professional II to join our client in support of an existing vacancy.

• Contract Period:6 months with potential to extend or convert
• Pay Rate:$25 per hour
• Location:Toronto, ON
• Location Type:Hybrid
• Business Hours:Monday - Friday, 8:00 AM - 10:00 PM or 8:00 AM - 2:00 PM or 10:00 AM - 6:00 PM or 11:00 AM - 7:00 PM or 12:00 - 8:00 PM (Rotational)

Job Responsibilities

• Providing excellent customer service on approximately 30-40 (inbound) calls per day.
• Process transactions (account/investment changes, withdrawals, loans).
• Provide information and insight on retirement accounts the participant may have, typically related retirement plan-specific provisions.
• Assist customers with the completion of appropriate forms, explain rejections.
• Keep current with company policies, procedures, and processes.
• Meet metrics relative to customer feedback (surveys), first contact resolution, productivity, accuracy, and reliability.
• Recommend client centred resolutions to issues and identify and initiate exceptions within guidelines.
• Assisting callers with website and app navigation/registration/account reset.
• Meaningful interactions play a vital role in fostering brand loyalty, using promoter language, and creating a positive customer experience.
• We serve as a proactive source of education for our callers, while also promoting key assets and resources.

Experience & Qualification Requirements

• Post-secondary education with industry certification required.
• 3-4 years of previous customer service/ administrative/ call centre experience required.
• Bilingualism in English/Spanish.
• Previous experience working in an in - office/hybrid work arrangement.
• Previous exposure to being measured against KPIs.
• Knowledge of 401k/pension plans (or Canadian equivalents) is an asset.
• Some understanding of financial services concepts.

Prime Hires & the clients we represent are equal opportunity employers, committed to diversity and inclusion. Prime Hires is a certified diverse supplier and actively seeks to foster a representative and inclusive workforce. We welcome applications from all qualified individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, Aboriginal status, or any other legally protected factors. We champion building a diverse and inclusive environment.